"Appointment staff - Unhelpful!"

I've been waiting for a MRI scan for four months after seeing the ENT in November - I phoned the switchboard today who put me through to the appointments department who said that they were unable to help me. When I asked what to do as I obviously don't know how the hospital works they told me to get in touch with my GP and would not put me through to the ENT. When I phoned back the switchboard and asked to be put through to the ENT's secretary who was very helpful and friendly and will chase up this referral. (My complaint is not about her at all!) I have no idea why the appointments staff couldn't just have put me through and helped me with my query or at least pointed me in the right direction, I would have wasted my GP's time if I had made an appointment like they said - I am now very frustrated and annoyed by this system and the staff. Why work for a healthcare service when you don't want to actually help people? I would seriously recommend customer service training. I understand that things slip through the net occasionally and unfortunatley I was one of these people, but the service I have recieved today was appauling.